Customer Support Representative - San Diego, United States - Russell Tobin

Description

What are we looking for in our Customer Support Representative?

The Information Technology team at Russell Tobin & Associates is supporting a top Software Development organization that has an opening for Customer Support Representative.

Location: 4810 Eastgate Mall, L_SAN003, San Diego, CA 92118, United States (Hybrid)
Duration: 12+ months
Rate: $25 - 28/- hrs on w2

Job Description:

Our Client is currently seeking a motivated Customer Support Representative to join our Customer Support team, supporting our globally growing customer base. You shall be responsible for providing best-in-class support for the Clients platform, to ensure a positive customer experience.

In this role you will:

• Log cases on the IT Service Desk and maintaining details of software / hardware problems detected.
• Provide initial triage technical support by answering customer inquiries, solving problems and providing product information via case, phone or e-mail in a timely efficient manner.
• Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.
• Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or ServiceNow CRM in a timely efficient manner.
• You will be escalating to internal or external support resources and Subject Matter Experts when necessary.
• Prior experience working in a helpdesk environment over phone, using technical skills to resolve end user issues on a first-call resolution basis.
• Basic understanding of ITIL Skills and business processes.
• 2 - 4 years working within an IT environment
• You will manage multiple cases daily.
• You will assist peers with their cases.
• You will participate in User Acceptance Testing (UAT).
• Desired requirements:
• A good understanding of the ServiceNow platform is an advantage
• Experience with using and troubleshooting SaaS applications

Russell Tobin offers eligible employees comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), a 401(k)retirement savings, life & disability insurance, an employee assistance program, identity theft protection, legal support, auto and home insurance, pet insurance, and employee discounts with some preferred vendors.

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Rate/Salary: $25 - 28/- hrs on w2